Our programmes focus on the practical processes of designing, implementing and using performance measurement systems.

We introduce a series of practical tools and techniques that you can use to:

  • Identify what you should be measuring
  • Design the appropriate measures
  • Visualise and analyse the data that is subsequently gathered
  • Implement a scorecard that works.

Areas for consideration
How to decide what to measure e.g:

  • Company Standards
  • Customer Handling
  • Telephone techniques
  • Customer Loyalty / complaints etc.
  • How to build a success map
  • How to design appropriate performance measures
  • How to use the measures to manage performance
  • How to learn from performance management
    • The drivers
    • The hurdles
    • The showstoppers
    • Maximising the value of measurement
    • Developing personal action plans

    The Benefits
    By the end of the programme you will be able to:

    • Identify how your measurement system can be improved and used to enable the successful implementation of your strategy
    • Understand the weaknesses of the measures traditionally used to evaluate your business performance
    • Identify the main strengths and weaknesses of the measurement frameworks available
    • Apply practical tools to assist in the process of:


      1. Establishing specific measures of performance
      2. Constructing a balanced measurement system
      3. Developing a success map measurement tree
      4. Reviewing and acting on the measures
      5. Overcoming the hurdles and barriers to implementation
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